UNDERSTANDING USABILITY AND COMMUNICATING VALUE

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A product community for a global GIS technology provider had been through several platform migrations and shifts in direction for more than a decade. Ahead of another platform change, our community management team set out to understand more about how our users use the platform.

ROLE

  • UX Research Facilitator (part of a collaborative effort)

  • Survey Designer

SOLUTION

  • Leverage insights to understand future product design directions and build awareness, adoption, persuasive content about community value

RESEARCH

  • More than 25 user research sessions, including remote usability testing and interviews (10 facilitated by me)

  • User research survey with 178% more responses from a previous annual survey

outcomes

  • Produced a 16-page infographic summary deck with key consumable insights for understanding the community program, community history, current challenges, usability findings, and plans for addressing feedback and pain points

  • Included perspectives of internal stakeholders and users

RESULTS

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  • Report influenced internal relationships and awareness of the community while addressing key concerns from internal stakeholders

  • Used as a helpful resource for those trying to understand the value of community

  • Award-winning element in the 2021 Khoros Kudos Awards and 2021 Community Roundtable’s Community Leadership Awards